18 Mar 2019

Vodacom Jobs in Tanzania : Manager: Digital Support and Self Service

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Role purpose:

  • Define and own support functionality of Online and Self Service touch points  (including but not limited to App, USSD, IVR and Live chat)
  • Manage the Online and Self Service channels as a means to deflect calls to the Call Centre.
  • Enhance the assisted support functionality through the use of chatbots.
  • Develop and execute the Digital Support roadmap in line with the company roadmap to optimize customer experience and associated cost savings.
  • Be transformational and lead the change required to execute a solid Digital Care Strategy.


Key accountabilities and decision ownership


  • Implementation of all approved touch points and self-services as per approved road. Increase adoption and usage of all developed channels.
  • Improve customer experience through deep understanding of customer needs/insights as well as competitive analysis for continued development of the services and touch points to ensure market leadership.
  • Implement a robust reporting framework for performance tracking and improvement recommendations.
  • Collaborate with all key stakeholders, specifically with IT and key suppliers where required.
  • Drive innovation and change within the digital space. Take deep interest in new technologies and emerging global service delivery trends.


Core competencies, knowledge and experience

  • Experience with digital support platforms, chatbots, IVR and self-service design
  • Excellent communication skills
  • Analytical skills
  • Ability to persuade and influence peers and stakeholders
  • Innovation focused
  • Customer Obsessed


Technical qualifications:

  • 3+ years functional experience or industry experience
  • Bachelor degree in IT, Business Administration, Marketing or its equivalent.
  • Digital applications knowledge and experience would be advantageous.
  • Strong analytical skills and digital acumen.
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